WFM Forecasting Analyst

SUPPORT SERVICES GROUP is a multinational company that provides Consulting, BPO, and Contact Center services, with a presence in 10 countries.

We are looking for a highly skilled and detail-oriented Forecasting Analyst responsible for developing and maintaining accurate forecasting models, utilizing historical data and industry trends. Proficiency in WFM systems, especially Teleopti (Calabrio) is preferred. The ideal candidate will have experience in forecasting for multi-skill environments, including inbound calls, chat, and email support.

Key Responsibilities will include:

1. Forecasting
   1. Develop and maintain accurate forecasting models using historical data and industry trends.
   2. Collaborate with relevant teams to gather data and insights for forecasting purposes.
   3. Regularly review and adjust forecasts based on actual performance.
2. WFM System Experience:
   1. Demonstrate proficiency in using WFM systems, with preference with Teleopti (Calabrio).
   2. Leverage WFM technology to enhance forecasting accuracy and efficiency.
3. Multi-Skill Proficiency:
   1. Analyze and forecast for multi-skilled environments, including inbound calls, chat and email support.
   2. Ensure efficient allocation of resources across different skill sets.
4. WFM System Experience:
   1. Demonstrate proficiency in using WFM systems, with a preference for experience with Teliopti.
   2. Leverage WFM technology to enhance scheduling, forecasting, and overall workforce optimization.
5. Reporting:
   1. Generate and present regular reports on forecasting accuracy and performance metrics.
   2. Provide insights and recommendations for improvement based on data analysis.
6. Communication Skills:
   1. Strong communication and interpersonal skills to effectively convey forecasting insights.
   2. Collaborate with cross-functional teams to align forecasting with business objectives.

Qualifications:

• Preferred- Bachelor’s degree in business, Statistics, or a related field.
• Proven experience as a Forecasting Analyst
• WFM system experience, with a preference for Teliopti (Calabrio)
• Proficiency in forecasting for multi-skill environments (Inbound, Chat, Email).
• Strong analytical and problem solving skills
• Excellent communication and interpersonal skills.

Support Services Group is not your typical place to work. We are inspiring and passionate people with a dynamic, relaxed, and collaborative culture. This is your chance to work on projects at a diverse international organization with ambitious growth targets, where you can make your mark and shape the future. Our projects span the globe because our teams span the globe.